Technical Support Manager

What You'll Do:

  • Provide day-to-day management and oversight of the global technical support team through ensuring high quality engagements with clients through timely, accurate, and client-friendly responses to incoming tickets, calls and chats
  • Act as an escalation point to both your team and to other leaders within the business to successfully resolve client issues in a positive manner
  • Use your technical skills to understand and address technical questions, identify and navigate network problems, and diagnose issues
  • Provide feedback, coaching, and development to your team around communication skills, technical topics, product features, and other areas relevant to delivery of client support
  • Manage the team schedule for proper coverage, conduct regular 1:1s with each team member, manage and develop departmental documentation, and support all administrative needs for the group
  • Work in partnership with operations and engineering teams to monitor technical bugs or outages and relay provided information back to clients in a timely manner
  • Conduct regular reviews of your team’s interactions with clients to ensure quality of interactions, identify areas for improvement/training and ways to more efficiently deliver technical support to clients
  • Work in conjunction with other professional services team to improve client satisfaction, create efficient handoffs between teams, and ensure consistent messaging across client interactions
  • Identify technical, product, collaboration, or reporting gaps in the client support process and propose solutions
  • Report to the VP of Customer Success

Desired Skills and Experience:

  • Minimum three years’ experience in managing a technical support team
  • Passionate about client service and customer satisfaction
  • Able to build a work culture of mutual trust among your team
  • Exceptional communication skills and demonstrated ability to effectively work through tense or challenging client situations
  • Have experience in a technical support role at a SaaS provider
  • Strong interest in technology with excellent problem-solving skills, with an initiative to learn new software, research technical topics, and craft creative solutions
  • Ability to communicate effectively to both technical and non-technical individuals, both in written and verbal formats
  • Strong attention to detail and organization skills
  • Ability to empathize with and advocate for our customers
  • Ability to quickly learn new concepts and teach others
  • Process oriented with ability to design, implement and lead change to increase quality and efficiency of customer interactions through KPI’s

To Apply:

Please send your resume to Resume submission is required for consideration. Only candidates already eligible to work in the United States will be considered.

U.S. Equal Employment Opportunity/Affirmative Action Information

Individuals seeking employment at Gotransverse, LLC are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.